PRECIOUS FRIMPONG

Frederick,MD

Summary

ACTIVE SECRET CLEARANCE

Dedicated Mobile Device Manager with extensive experience in providing exceptional technical support and managing mobile device inventories. Demonstrate proficiency in diagnosing and resolving mobile device issues, configuring devices for secure access, and maintaining detailed records. Skilled in utilizing Remedy and Service Now ticketing systems and remote assistance tools to offer effective solutions with a focus on first-contact resolution. Adept at securely reformatting and repurposing devices through Apple Business Manager, managing device requests, and ensuring timely support for users. Deliver award-winning customer service, maintain strong customer relationships, and ensure secure and efficient mobile device management. Key assets include a solid work ethic, flexibility and adaptability, positivity and enthusiasm, openness to learning, and a collaborative approach to problem-solving.

Overview

years of professional experience

Work History

Mobile Device Manager

Cayuse Technologies

Andrews Air Force Base, MD

07.2023 - Current

Oversee an inventory of 430+ mobile devices, ensuring secure distribution and management of iPhones, iPads, and mobile hotspots.
Configure mobile phones for secure access to email, Teams, and Microsoft 365 applications, ensuring compliance with security protocols.
Provision and manage Public Key Infrastructure (PKI) certificates, leveraging Purebred for secure email encryption and digital signing.
Keep detailed records of cellular devices, including user information, directorate, phone number, IMEI, serial number, Apple ID passwords, and device type on the ANGRC SharePoint website.
Reprovision cellular devices for reuse through Apple Business Manager and BlackBerry Unified Endpoint Management (UEM) for Corporate-Owned Personally-Enabled (COPE) devices, ensuring compliance with security standards, and preventing data breaches.
Oversee cellular device requests using the Mobile Device Request Tool, maintaining accurate and secure device issuance records.
Monitor and notify the POC when support supplies (covers, chargers, keyboards, and stylus pens) need replenishment, ensuring equipment availability.
Manage the mobility organization mailbox, respond to user requests, and schedule appointments, providing timely and secure support for mobile device management.

Helpdesk Technician

22nd Century Technologies Inc

Andrews Air Force Base

12.2022 - 07.2023

Responded to support requests via phone, email, or in person, maintaining a high level of customer satisfaction and rapport.
Provided on-site and remote technical support for hardware, software, and network issues.
Proficient in the setup and configuration of workstations, laptops, and mobile devices, ensuring secure configurations and adherence to security protocols.
Diagnosed and resolved network connectivity issues, ensuring the secure functioning of monitors and peripherals.
Maintained detailed records of all support interactions, solutions, and procedures using the Remedy ticketing system to ensure traceability and compliance.
Oversaw the Remedy ticketing system, including ticket escalation and workflow optimization, ensuring efficient handling of security-related incidents.
Developed and updated technical documentation, including standard operating procedures (SOPs).
Monitored access logs and granted area access for users on campus using the CCURE 9000 system, ensuring secure campus environments.
Created, modified, and deleted user accounts, groups, and organizational units (OUs) in Active Directory.
Validated organizational mailboxes, added users to security groups, and updated users' memberships using the enterprise service dashboard (ESD).
Assisted with project planning by testing and setting up new hardware and software systems prior to deployment, ensuring that security considerations were met.

Education

Bachelor of Science -

Towson University

Baltimore, MD

Cybersecurity

Landmark CyberTech Career Training

04-2024

Skills

Advanced Technical Troubleshooting: Diagnosed and resolved complex hardware and software issues, ensuring minimal downtime and optimal performance
Incident Management: Efficiently escalated technical support requests through remedy and ServiceNow, prioritizing and addressing critical issues to maintain service levels
Network Security: Implemented and maintained security protocols to protect network integrity and prevent unauthorized access
System Administration: Managed user accounts, permissions, and access controls to ensure secure and efficient system operations

Software Installations: Coordinated and executed software installations and updates
User Support and Training: Provided end-user training and support, enhancing user proficiency and satisfaction with IT services
Documentation and Reporting: Created and maintained detailed technical documentation and reports for troubleshooting
Collaboration and Communication: Worked closely with Tier 1 support, network engineers, and other IT staff to resolve issues and improve overall performance

Certifications

CompTIA Security + Sept 2023
BUEM Tier 1 Admin July 2023
Purebred Agent July 2023
Apple Business Manager July 2023
Certified SAFe 5 Scrum Master Feb 2024
CompTIA CySA+ (In Progress)

Awards

Presented coin by Air National Guard for integrity, service and excellence.

Timeline